Dear Ayten97,
Unfortunately, Virgin Games Casino has declined to cooperate with us on this case, citing GDPR policy. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the The United Kingdom Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jakub
Dear Ayten97,
Unfortunately, Virgin Games Casino has declined to cooperate with us on this case, citing GDPR policy. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the The United Kingdom Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jakub